AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems.
The Observability Customer Success Manager role owns our customers' post launch journey around observability, including the forward-looking strategy for observability, technical design and implementation, adoption, and ensures we continue to provide value while increasing retention and expanding the customer's observability footprint on AWS. The team guides customers through the technical, operational, and organizational aspects of implementing successful observability practices across their cloud environment.
In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial as well as open source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.
Today, AWS's observability services are critical for customers running modern applications at scale. The insights provided by AWS' full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict and prevent problems. This role will be deeply cross-functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments.
Key job responsibilities
* Lead a team of Customer Success Specialists focused on observability solutions
* Partner with customers to define and achieve their observability goals, from basic monitoring to advanced AIOps implementations
* Define and implement POCs in the customer environment
* Guide customers in implementing comprehensive observability strategies across metrics, traces, and logs
* Drive adoption of AWS observability services while helping customers integrate with their existing tools
* Provide technical leadership in observability best practices, including:
* Distributed tracing implementation
* Metrics collection and analysis
* Log aggregation and analysis
* Alert management and incident response
* Application performance monitoring
* SLO/SLI definition and monitoring
* Work with AWS service teams to represent customer needs and influence the roadmap
* Develop and share observability best practices across the customer base
Required Technical Knowledge:
* Deep expertise with observability platforms and tools such as:
* AWS native services (CloudWatch, CloudTrail, etc.)
* Open-source solutions (Prometheus, Grafana, OpenTelemetry)
* Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
* Understanding of modern application architectures (microservices, containers, serverless)
* Experience with DevOps practices and tools
* Knowledge of SRE principles and practices
About the team
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
